Troubleshooting Error "We can't open file..."

Problem:

When opening a Microsoft file for co-authoring, you may run into the following errors:

Process for Resolution:

This error occurs when you have opened a file for co-authoring but have not yet added Box as a Place within Microsoft Office.

To resolve this error, add Box as a Place within Microsoft Office by following the steps below for your OS:

MacOS:

1. From Microsoft Word / Excel / PowerPoint, click File -> New from Template
2. On the left navigation pane, click Open
3. Click Manage Storage Accounts
4. Select Box
5. Sign in with your Box credentials or Select Single Sign-On (SSO)

Windows:

1. From Microsoft Word / Excel / PowerPoint, click on File menu option.
2. On the left navigation pane, click Open
3. Click on Add a Place
4. Select Box
5. Sign in with your Box credentials or Select Single Sign-On (SSO)

Outcome:

Once you have successfully added Box as a Place within Microsoft Office, you should be able to co-author on supported Word / Excel / PowerPoint files.

Alternatives:

If you have successfully added Box as a Place and continue to experience the above errors, reach out to the file owner to make sure they are also enabled and setup for Box for Microsoft Office Co-Authoring.

If you continue to experience any of the symptoms listed above, please submit Box Desktop Diagnostic Logs and open a support ticket at support.box.com for further assistance.

Further Reading:

Guide to enabling coauthoring in Box for Microsoft Office

Using Microsoft Office Coauthoring Basics